Embedded Escalation Engineer-AI Foundry

Microsoft's Customer Experience and Success (CE&S) organization is seeking an Embedded Escalation Engineer to join their AI Foundry team. This role sits at the intersection of cutting-edge AI technology and customer support, working to ensure Microsoft's AI cloud services meet the highest standards of reliability and customer satisfaction.

As an Embedded Escalation Engineer, you'll be part of a team of 45,000+ employees worldwide, focused on empowering customers to accelerate business value through differentiated customer experiences. You'll work directly with Microsoft's AI technologies, serving as a technical escalation support specialist who bridges the gap between customers and engineering teams.

The position offers a hybrid work environment, allowing up to 50% work from home, and requires 0-25% travel. You'll be responsible for handling complex technical escalations, collaborating with engineering teams, and driving systematic improvements in Microsoft's AI services. The role demands deep technical knowledge of cloud services (particularly Azure), AI solutions, and modern development tools and practices.

Key aspects of the role include:

• Acting as a primary technical escalation point for AI-related customer issues
• Collaborating with engineering teams to resolve complex technical challenges
• Identifying and driving process improvements to enhance customer experience
• Creating executive-level technical documentation and analysis
• Mentoring other team members on handling complex cases

The ideal candidate will bring strong technical expertise in cloud services, AI technologies, and software development, combined with excellent problem-solving and communication skills. This role offers an opportunity to work with cutting-edge AI technology while making a direct impact on customer success at one of the world's leading technology companies.

Benefits include comprehensive healthcare, educational resources, investment options, parental leave, and various other perks that come with being part of Microsoft's global team. The position offers competitive compensation ranging from CAD $121,800 to CAD $219,100 per year, reflecting the senior nature of the role and its strategic importance to Microsoft's AI initiatives.